Job Description

Luxury department store, Harvey Nichols are looking for a Personal Shopping Manager to join the team in our thriving Birmingham store. Leading by example, you will be responsible for directly servicing clients, developing loyalty through outstanding service and being the face of personal shopping, whilst also building a team of elite personal shoppers.
How we reward your hard work...
At Harvey Nichols, we champion career development and are passionate about our people. We will do all we can to support your journey and career path with us. Alongside this you will have access to a world of amazing benefits such as.

• Up to 40% off fashion
• Up to 40% off hospitality
• 30% off beauty and perfumery, wine and spirits
• Clothing allowance
• Competitive commission scheme

You will also have access to charity days, a season ticket/bike loan; learning and development opportunities; to our Employee Assistance Program - Retail Trust and recognition schemes and the opportunity to join one of our employee groups - Wellbeing, Diversity & Inclusion and Sustainability. These are just some of the reasons people join and stay!
About the role...
Work with autonomy and take an entrepreneurial approach to overseeing your private client books. We encourage a holistic relationship between shopper and client, with a personalised approach, ensuring that the service our clients receive is completely tailored to their needs.
Through incredible service and engagement with your clients, you will exceed your personal sales targets as well as the company's sales targets and client retention KPIs.
What you will be doing...

• Lead by example driving inspirational service, being the face of personal shopping, and building relationships with our most valued clients through hosting styling appointments, events and shop floor networking.
• Host appointments with clients in our beautiful Personal Shopping suite, driving incremental sales for your department through service and styling.
• Work closely with the group head of personal shopping and the local GM on customer engagement & acquisition opportunities to drive sales and service levels.
• Grow the number of personal shopping clients and appointments booked in our suites by converting the current customer base and attracting new customers within your region.
• Build your own client book of our most valued clients and grow these client's sales incrementally year on year.
• Support and mentor a team of personal shoppers to build their individual client base by monitoring client book KPIs, sales vs budgets and identifying opportunities to maximise sales with a focus on protecting margin and growing year on year.
• Understand the unique needs of your clients and ensure you and your team are meeting these and providing an incredible service. Regularly check quality of communications and identify potential training needs for shoppers.
• Create a happy, empowered, and successful team. As the direct line manager for your shoppers, you will be required to own all recruitment, onboarding, performance management and HR related queries.
• Collaborate with your team, as well as Retail, Buying, CRM, Marketing, Loyalty and Events on activations for our top clients where appropriate.
• Ensure that all client data is handled in a compliant way and on Harvey Nichols own systems, regularly checking on overall client health KPIs.
• Actively drive the Harvey Nichols loyalty rewards app through training, observations, feedback and review of team performance identifying areas for improvement.
• Ensure that the visual standards of Personal Shopping adhere to our promise of a sumptuous setting and the aesthetics are maintained to the standards of a 5* hotel.
• Ensure the department meets statutory requirements for Risk Assessment standards and that staff are trained on procedures which minimise the risk of injury, illness and damage.
• Flexibility is a must - customer service can't wait on weekends and evenings!

Skills and experience you need...

• Proven experience hosting styling appointments and building client books in a personal shopping environment.
• Proven experience of leading sales team and maintaining the highest standards of customer service - preferably within the luxury retail environment.
• Passionate about people and proven experience of creating a collaborative and thriving culture in your team.
• Sales and target driven with excellent commercial and financial acumen, and the ability to identify trends and opportunities through data.
• Proven experience of networking and relationship management

Is this you?

• Hands-on, upbeat self-starter who loves servicing high value clients, and able to train and develop retail teams on excellent customer service?
• You will have a customer service centric approach and confident hosting appointments and styling clients
• Understanding of the VIP customer and able to identify networking/acquisition opportunities
• Commercial acumen & keen salesperson
• Exceptional team leadership skills
• Proactive, organised team player and motivator
• Excellent stakeholder manager skills
• Face problems and challenges with a positive 'can do' attitude and remain approachable and helpful to others.
• Creative and self-motivated
• Tech savvy and PC literate - able to maximise both physical and digital experiences.
• Obsessed with style - a demonstrable passion for fashion and luxury trends and future developments.
• Agile, fast paced, and flexible - every day will be different in this role!

Where do I sign??
If you are already thinking of what you will wear on your first day (no we don't have uniforms) and this role catches your eye, hit the "apply" button below to kick-start your journey with us.?